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Excerpt
When ContactWorld routes an interaction to an agent, or an agent makes an outbound call or responds to an interaction, if you are using ContactWorld in Salesforce, ContactWorld displays information related to the customer located in Salesforce. If the agent is using the Service Cloud app, ContactWorld also displays, or pops, the related information in the main browser window. This related information might be an individual Salesforce record—Contact, Lead, Account, and so on—or a list of multiple related records.